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Brendan Read
TMC
| Contact Center/CRM Views and Analysis

Wearable Tech Expo 2014 Kicking off in NYC

My team is at the Jacob Javits Center setting up for Wearable Tech Expo 2014 which will take place Wednesday and Thursday...

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When Does WebRTC Need a Media Server? Reason #7

Tsahi Levent-Levi’s white paper, “Seven Reasons for WebRTC Server-Side Processing,” details a variety of WebRTC-related scenarios that necessitate a media server....

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How signaling spikes affect networks: 3 real-world examples

By: Josee Loudiadis, Director of Network Intelligence, Alcatel-Lucent

Data and signaling growth are usually good news for network operators, since growth often translates into higher revenues. But when growth is averaged over a month or quarter, the daily highs and lows of network activity are smoothed out. And signaling spikes remain hidden within the averages. These spikes can overwhelm available signaling capacity, which impairs the customer experience, as well as the operator’s reputation.

What happens when a spike occurs? Typically, a CPU Overload alarm appears on various mobile nodes. And the Network Operations Center (NOC) immediately starts praying that the burst is short-lived and doesn’t go over maximum peak-rate capacity. Because when that happens, all consumers are denied service access. Then, the process of identifying the source of the problem begins. This can be arduous, because it often involves applications completely out of NOC control. And the issue can’t be resolved easily without solid network analytics that enables engagement with application and device developers.

That’s the reason signaling information is a crucial part of the Alcatel-Lucent Mobile Apps Rankings report and why LTE World 2014 devotes an entire pre-conference day to the topic. It’s also why this blog offers a closer look at how some real-world disruptive signaling spikes got started — and were finally resolved.

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The Expanding Channel Programs

Not only do I see more cloud service providers looking to the channel for sales, I see other channel programs expanding....

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When Does WebRTC Need a Media Server? Reason #6

In a recent blog about the current state of WebRTC, I mentioned that readers should check out an excellent white paper...

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The Six Degrees of Mobile Data Plan Innovation: It's Not All About Data- Mobile Voice and Messaging Share Plans Offer Plenty of Appeal

Alcatel-Lucent’s Rich Crowe continues the Six Degrees of Mobile Data Plan Innovation blog series by examining the degree to which consumers are interested in share plans that include unlimited voice and messaging but don’t include data.

The last Six Degrees blog explored consumer attitudes toward two different mobile share plan options: sharing data only and sharing voice, messaging and data. This blog will explore attitudes toward a 3rd option: sharing unlimited voice and messaging — but not data — across multiple devices or subscribers.

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200G Optical Networks: What you need to know

By: Earl Kennedy, IP Transport Product Marketing, Alcatel-Lucent

Optical network operators have already made the move to 100G. But skyrocketing bandwidth demand means many are already pondering what’s next. With a 200G optical solution hitting the market, you probably have questions about when to move to 200G optical – and what you need to know when you make that move.

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Opportunity Knocks in Canada?

September 23, 2008

Canadians have lost the puck as it were on the great opportunity that contact centers have provided elsewhere in laying the basis of a strong high-tech economy, which overall has long been fairly dismal with the exceptions of a few bright lights like RIM, Nortel, Mitel, and CRM vendors like Maximizer.

Home working, customer care insights from ITEXPO West

September 17, 2008

While managing the SIP in the Contact Center Certification track at ITEXPO West yesterday I came across two excellent insights courtesy of the speakers and the attendees...on how to manage bandwidth at home agents' premises, and that you don't have to be live with customers to give excellent customer service

Are You Prepared for the Next Disaster? Probably Not

September 12, 2008

There no excuse other than sheer carelessness leading to negligence not to have a solid, tested, business continuity/disaster response plan. Firms that do not are putting their employees' lives at risk along with their businesses. They are a needless part of the problem that professionals like my son, who is a paramedic and who is out there every day saving lives do not need when responding to emergencies. I hope the DMG Consulting/Empirix paper shakes people up. If one more contact center decides to sit down and write or revamp their plans as a result of it then some good will have come.

Lessons From 9-11...No More 'Are You OK? E-mails'

September 11, 2008

Establish an international day of mourning for terror victims of all kinds i.e 9-11 (how appropriate, 9-1-1). After all, people from nearly every nation died in the attacks 2. Launch a campaign to end terrorism aimed at non-combatants. No more deliberating bombing, mining, sinking, and shooting of civilians, and placing military targets in civilian areas.

In Memoriam..9/11

September 11, 2008

There's No Place Like Show...Like ITEXPO West

September 10, 2008

Yet when all is said and done there is still nothing like going to a conference/trade show floor and checking out the solutions and the exhibitors one-on-one, face-to-face, to get realtime information and answers to your specific needs via your multitude of senses. For those reasons I strongly encourage you to attend ITEXPO WEST and make time to visit the show floor to visit the exhibitors to see what's new and what will be new in the way of solutions that could help your organization be the best it can be.

Come to Class at ITEXPO West!

September 8, 2008

One of the coolest aspects of IT EXPO WEST is TMC University

Labor Day Message: Treat Your Workers Well and Be Rewarded

August 28, 2008

When heading off for the Labor Day weekend, think of the people who make it possible: those who work for you like your contact center agents and supervisors for whom Labor Day is a workday where they deliver the customer service that we all depend on. And when thinking of your staff examine ways in which you can treat them better, so that they can become more productive and loyal that in turn leads to higher revenues, lower costs, and greater customer satisfaction. You may even be recognized by your peers for the results that you have achieved.

SpeechTEK Notes...

August 22, 2008

Several notes from SpeechTEK, held earlier this week in New York City...The industry is waiting for 'G', as in 3G, to enable integrated voice/visual (web/video) solutions to mobile customers...Legislation/regulations are affecting offerings...Personalization, speech analytics, and call avoidance coming key...Concerns/questions about security of automated speech authentication

Forget SpeechTek: The Buzz Is With Aumtech/MS Speech Rec

August 18, 2008

I could be wrong but what Aumtech and Microsoft have done is arguably the single most important development yet in speech rec: by putting together the tools that are there.
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